OTRS vs Vivantio: Which is a better fit?

This product is really outstanding, we conducted a review of multiple service management tools and this came out on top.

Since there is no community version anymore, business version (commercial) is expensive and lack a lot of features when compared to some newer players.

Andre A

System analist

The user experience with OTRS is amazing. Being able to show all your work to the client is great.

Sander S

Beleidsadviseur ICT

Interfacing with other systems is, out of the box, rather limited. You could build it yourself though.

Email inbound capabilities are great (maybe unique!). Easy to rollout, once you have a couple of basic admins, customising is quite powerful.

It is really difficult to set it up and configure everything.

It has all features that requires for our ticket system to have the best customer support. Tickets can be easily to manage and track the progress.

Soma S

Talent Acquisition

This is an open source tool, so you get what you pay for.

Andrew is amazing and helped with the process and continues to help as we start to uncover more and more about this program.

For a small business this is not much of a problem but in the big leagues being unable to measure performance against SLA is the same as failing SLA.

Vivantio is easy to modify which makes it easy to give a better quality environment and ensure good adoption rates from your users. The customer portal we set up has been very well received.

Now this functionality is lost. Every time we raise a change, the suggested articles are being randomly displayed, in which have nothing to do with the change itself.

Customer representatives are very hands on and helpful. I have admin'd other software and while other, more popular software has more documentation, their reps are non-existent.

The log comment size is too small which makes difficult to read the comments. And something the view get's corrupted.

Having worked on the previous version of Vivantio I can confirm that this release is a great improvement on what we previously had.

The difference in the admin area to the technician portal is a little bit confusing at times. I believe that the back end admin area needs upgrading to the FLEX environment.